In PART 2 of this week's episode, we speak with Christine O'Rourke from RICS about why a good Complaints Handling Process is important.Across the three parts of this episode, we are discussing how professional conduct, complaints handling and dispute resolution are tied together and how they are positive tools for helping you provide a great service.  Christine develops professional conduct, ethical and competence standards. This uses her experience of working with different professions, regulatory casework, analysing information and making and communicating difficult decisions to support members of RICS and regulated firms in delivering high standards of service and responsible business. In Part 2 of this episode, we discuss:🤝 Which parties the CHP applies to in a transaction📚 The benefits of a two-stage complaints handling procedure 😡 What does a good CHP contain?🧩 Should you keen complaints handling internal or use external help as an SME💭 Reframing complaints as opportunities for amicable outcomes ✅ The importance of checking facts

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